Customer Support Operations Specialist

Alera Group

2d•$60,000 - $65,000•Remote

About The Position

Alera Group is looking for a Customer Support Operations Specialist. We are seeking highly motivated colleagues who bring experience and enthusiasm to our team – joining us may be the perfect fit for you! Alera Group was founded in 2017 and has grown to become the 14th largest broker of US business. We are passionate about our clients’ success in the areas of Employee Benefits, Property and Casualty Insurance, Retirement Plan Services, and Wealth Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.

Requirements

Ability to obtain and maintain Life/Health Agent licenses
Customer service experience in a professional or corporate environment
Proficiency with spreadsheets, Gmail, chat and call center tools, and the ability to navigate multiple systems and carrier platforms simultaneously
Strong verbal and written communication skills with proven critical-thinking ability to identify issues, analyze information, and clearly communicate relevant details

Responsibilities

Provide employee benefits support, handling inbound and outbound calls and emails, managing cases, and ensuring accurate and timely processing of employee accounts in HR, Lumity, and carrier systems
Support business consultants and employer groups, proactively collaborating to resolve employee issues, meet service-level expectations, and identify potential downstream impacts
Manage fluctuating support volumes, especially during Open Enrollment, by multitasking across multiple systems and escalating issues internally as needed to ensure service excellence